@Laggy_Mclagface still only 14 months before I can escape
Phone up retentions ("thinking of leaving") explain the problem, ask if you can be released from contract without penalty. Sometimes they'll say yes, often they'll say no. If they say no, use the VM complaints process (and very probably arbitration at CISAS ) to be released from contract without penalty. If you need to do this, the grounds of your complaint is the poor performance, and your request for release from contract without penalty is twofold: First the Consumer Rights Act 2015 that requires any consumer service to be provided with "reasonable skill and care", and second, the Ofcom Fairness Commitments, that Virgin Media have signed up to in 2019, which state "customers’ services work as promised, reliably over time. If things go wrong providers give a prompt response to fix problems and take appropriate action to help their customers, which may include providing compensation where relevant. If providers can’t fix problems with core services they have promised to deliver within a reasonable period, customers can walk away from their contract with no penalty."
In the complaint, be clear that the outcome you want is simply release from contract without penalty due to the over-utilisation problem, and state that this is the simplest, cheapest, quickest outcome for both parties. Also state that if they cannot agree to that, you request the immediate issue of a deadlock letter confirming VM's refusal, in order that you can immediately escalate to CISAS, and when you escalate, you ask CISAS to release you from contract, plus compensation for the poor service over recent months, and for the delay caused by VM's refusal to settle, plus compensation for the hassle, and the company's non-compliance with the Ofcom fairness guidelines. Keep records of BQMs, of any calls or contacts with VM staff, comments by field technicians, as you may need them if you escalate to CISAS.
If you need to go to formal complaint and then CISAS, it's a bit of a hassle and may not be very quick, but if you're paying (say) £45 a month, then there's six hundred quid at stake here. Are you really willing to say "too much effort" ?
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